Returns &
Exchanges

01 Our Returns Policy

We want you to be comfortable with what you’ve ordered. If a hat doesn’t suit you, you’ve chosen the wrong style, or you’d prefer another item, contact us within 30 calendar days of delivery and we’ll explain the available options.

Our standard policy covers eligible returns and exchanges, with the shipping cost for your first approved return or exchange covered by us. For later requests, shipping costs are considered individually and confirmed with you before anything is arranged.

This 30-day period is our standard customer service arrangement. It does not replace or reduce any cancellation, refund or other rights you may have under applicable UK consumer law.

02 When You Can Get a Refund

A refund may be available in the following situations, subject to the applicable legal requirements and the circumstances of the order.

• You changed your mind: eligible online purchases can normally be cancelled within the statutory cancellation period described in Section 04. Our 30-day customer service period may also be used to ask us about a return outside that statutory period.
• The item is faulty: the product has a manufacturing defect or does not work as reasonably expected for its intended use. We will review the details and offer the remedy required by applicable law.
• The wrong item arrived: the product delivered is different from the item shown on your order confirmation, such as a different hat style or product.
• The item arrived damaged: the product was damaged in transit or arrived in a condition that was not consistent with the order.
• The item does not match its description: there is a material difference between the product supplied and its description, including a significant discrepancy in the advertised product or specifications.
• The order was not delivered: the parcel has not arrived within the applicable delivery period and the matter qualifies for cancellation or a refund under the order terms or applicable law.
• An order was cancelled before dispatch: where cancellation is accepted before dispatch, we will refund the payment for the cancelled order.
• A duplicate payment was taken: if the same order was charged more than once, the duplicate amount will be reviewed and returned where confirmed.

For an item that is simply unwanted, please keep it in good condition while deciding whether to return it. For faulty, damaged or incorrect items, please describe the issue clearly so we can determine the appropriate next step.

03 When a Refund May Not Apply

A refund is not normally available under our voluntary change-of-mind arrangement in the following circumstances. These conditions do not override statutory rights where a legal remedy is due.

• The return request is outside the applicable period: the statutory cancellation period has passed and the request falls outside our 30-day standard return arrangement, with no other legal entitlement to a refund.
• The item has been damaged through misuse: the damage was caused after delivery by an accident, improper handling, neglect or use inconsistent with the product’s intended purpose, rather than an existing fault.
• The item has been altered: the hat has been modified, repaired or materially changed after delivery in a way that caused the issue being claimed.
• The item is excessively worn: it has been used beyond what is reasonably necessary to inspect its nature, characteristics and fit, and the request is a change-of-mind return rather than a remedy for a fault.
• The item cannot be identified: the returned product does not correspond to the item purchased and we cannot reasonably verify that it came from the order.
• The parcel has not been returned as agreed: a voluntary return has not been sent back after return instructions were provided, and no applicable statutory right or other agreed arrangement requires a refund.
• The issue is a preference rather than a discrepancy: a product’s appearance may vary slightly due to lighting or screen settings, provided the item supplied still matches its description and is of satisfactory quality.

We will not reject a valid claim simply because the original packaging is missing. For a change-of-mind return, however, please include any packaging, labels and accessories you still have. If an item is faulty, damaged or incorrectly supplied, contact us even if it has been used or the packaging has been discarded.

We will explain the reason if we believe a refund is not due. Where the facts are unclear, we may ask for reasonable information before making a decision.

04 Your Cancellation Period

For most goods bought online in the UK, you can notify us that you wish to cancel within 14 calendar days after the day you receive the goods. You then normally have a further 14 calendar days from the date you notify us to send the goods back.

To cancel, email sales@gameheadcaps.com with your order reference and a clear statement that you wish to cancel the purchase. We will confirm the return arrangements.

Where the statutory cancellation right applies, a change of mind does not need to be supported by a particular reason. Some legal exceptions may apply depending on the type and condition of the goods.

If a product is faulty, not as described or otherwise covered by statutory remedies, different rights and time limits may apply. The 14-day cancellation period is not a cut-off for all claims relating to faulty goods.

05 How to Return an Item

Please contact us before sending anything back. This helps us identify the order and provide the correct return instructions.

1. Contact our team. Email sales@gameheadcaps.com within the relevant return period. Include your order number, the item name and whether you would like a refund or exchange.
2. Tell us why you are returning it. For damaged, faulty or incorrect items, please describe the issue. Photographs can be helpful but are not a condition of exercising a statutory right.
3. Wait for the return instructions. We will explain the appropriate return method and confirm whether the return shipping cost is covered.
4. Pack the item securely. Include the product and any parts or accessories supplied with it, where applicable. Use suitable packaging to protect it during transit.
5. Keep proof of postage. Retain your posting receipt and any tracking reference until the return has been resolved.
6. Allow time for assessment. Once the item arrives, we will check its condition and confirm the refund or exchange outcome as soon as reasonably possible.

Please do not send a parcel to the company’s registered office unless we have specifically confirmed that it is the correct return destination.

06 Return Shipping Costs

All standard UK delivery on purchases is free. You will not be charged a standard delivery fee when placing an order.

• First approved return or exchange: we cover the return shipping cost for your first request. Please contact us first so we can confirm the shipping method and arrangements.
• Further returns or exchanges: we consider the shipping cost case by case and explain any charge before you agree to proceed.
• Faulty, damaged or incorrect goods: where a return is required because we supplied faulty, damaged or incorrect goods, we will arrange or cover reasonable return costs as required by applicable law.
• Statutory cancellation: for a change-of-mind cancellation, return postage may be your responsibility where the law permits this and the relevant information was provided before purchase. Our first-return offer applies as described above.

If you choose to arrange postage yourself without agreeing the method with us, we may not be able to reimburse optional upgrades or additional services unless required by law. We will not use this condition to avoid paying return costs that we are legally required to cover.

07 Refund Processing Times

Once a refund is approved, we return it to the original payment method wherever possible. We do not normally issue refunds to a different payment account.

For statutory cancellation, where the relevant rules apply, we normally refund without undue delay and no later than 14 calendar days after receiving your cancellation notice. We may withhold the refund until we receive the goods back or you provide evidence that they have been sent, whichever happens first, where the law permits this.

Refund timing for faulty goods, cancelled orders and other remedies will follow the applicable legal requirements. The timeframes above are our usual service targets and do not extend a shorter statutory deadline.

If the refund has not appeared after 10 working days from the refund confirmation, please check with your bank or payment provider first. If it is still missing, contact us with your order reference so we can check the transaction.

08 Exchanges

If you would prefer a different hat rather than a refund, tell us which item you would like instead. Exchanges depend on stock availability and confirmation of the requested product.

• Your first approved exchange has its shipping cost covered by us.
• Shipping for subsequent exchanges is considered individually and agreed before proceeding.
• If the replacement costs more, we will explain any additional payment before confirming the exchange.
• If the replacement costs less, we will explain how the difference will be refunded or otherwise settled.
• If the requested replacement is unavailable, we will discuss an alternative or a refund where applicable.

We will confirm the arrangement with you before dispatching a replacement. If the exchange relates to faulty or incorrectly supplied goods, your statutory remedies will continue to apply.

09 Damaged, Faulty or Incorrect Items

We check orders before dispatch, but problems can occasionally happen. If your parcel arrives with a damaged item, a fault or the wrong product, please contact us as soon as reasonably possible, ideally within 7 calendar days of delivery.

Include your order reference and a short description of the issue. If convenient, you may also send photographs to help us understand what happened. We will review the information and explain whether a replacement, repair, refund or another remedy is appropriate.

Please do not dispose of an item that may need to be assessed until we have discussed the next step with you, unless keeping it is unsafe or unreasonable. We will not require unnecessary information or impose unreasonable conditions on a valid statutory claim.

The 7-day request for prompt contact is intended to help us resolve delivery issues efficiently. It does not remove or shorten your legal rights if you contact us later.

10 Limits and Legal Rights

We will handle return and refund requests fairly and in line with the terms that apply to your purchase. A return may require reasonable checks to confirm the order, the item returned and the issue raised.

For a change-of-mind return, you may be responsible for any reduction in the value of the goods caused by handling beyond what is necessary to establish their nature, characteristics and functioning, where applicable law permits such a deduction. We will explain the basis for any proposed deduction.

Delivery estimates, refund processing targets and return assessment times are provided in good faith. Events outside our reasonable control, including postal disruption, severe weather, bank processing delays or interruptions to payment services, may affect the time needed to complete a transaction. We will take reasonable steps to help resolve delays.

Nothing in this policy excludes or limits any liability, remedy or consumer right that cannot lawfully be excluded or limited under UK law. In particular, this policy does not remove applicable rights concerning faulty goods, goods not as described, statutory cancellation or refunds.

If you disagree with a return decision, reply to our customer service team with your order reference and the reasons for your concern. We will review the information again and explain our position.

11 Contact Information

Need help with a return, refund or exchange? Send us an email and include your order reference so we can look into it. We aim to acknowledge customer enquiries within 2 working days and provide a useful response as soon as reasonably possible.